Case Study
Imeary Street Surgery
Overview
Imeary Street Surgery is a patient-focused GP practice that takes a multidisciplinary approach to care, combining the skills of the practice team with other health and social care professionals in the community.
Like every practice, it relies on a dependable phone system to keep patients connected to the care they need.
After the pressures of the Covid-19 pandemic, the surgery wanted a more capable phone system. Its existing cloud system worked, but lacked important features, and the practice wanted more hands-on support than its provider was giving.
With very high call volumes at peak times, patients needed clearer communication while they waited.
We met the practice to understand exactly what it needed, then installed a Smart IT cloud telecoms system.
Call queueing. Patients now hear their position in the queue and an estimated wait time, making communication clearer and fairer at busy times.
Self-service control. Through an online portal, the practice can change working hours, recorded messages and training day settings itself, or simply ask our team to do it.
Work from anywhere. Staff can take calls on plug-and-play handsets, mobile apps or softphones, wherever they have an internet connection.
Call statistics. The practice manager can review waiting times and missed calls, and spot staffing issues before they become problems.
“
Since the installation of our new system we haven’t had any issues and the new features have become incredibly useful for the business. Imeary Street Surgery would recommend Smart IT for any businesses looking to change their IT infrastructure. Although it can be a daunting prospect, Smart IT ensured the switch was quick and stress free.
Matthew Swatton, Imeary Street Practice
Imeary Street Surgery now has a reliable, feature-rich phone system that can grow with the practice. New users are easy to add, keeping the system cost-effective.
Just as importantly, the practice has the support it was missing. Between our team and its own portal access, changes are made quickly and the practice can operate with peace of mind.
Allowing our customers to enter a queue with updates on their current position is incredibly useful for our business due to the extreme amount of calls we can receive in peak times.
Matthew Swatton, Imeary Street Practice
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